Apple The Oracle — Local services in Reading

I went in to have my phone replaced by Apple after speaking to them on the phone because the issue could not be resolved after several attempts via screen sharing also. I then took my phone in as was asked to. On the phone I was asked to just go in give the imei number, all info of our phone conversation will be there. At the Apple store I went at 3pm, they said it doesn’t work like that and will have to book a walk in appointment. I accepted this cause what you you gonna do right. “Hang around in town, your appointment is at 6:15pm” the Apple rep tells me. Over 3 hours, I have no phone, I need my phone fixed, so I have to wait around, what you gonna do right. Sure enough I go back at 6pm, was told hang tight someone from technician will be with you shortly. At 6:39pm a member of technical team sees me, looks at my phone conquers with everything faulty with the phone as per conversation over the phone with Apple Support. “Ok David hang tight someone from Genius will take this in for assessment. At 7:15pm someone from Genius team (lovely lady throughout this whole traumatic experience with Apple I must say, Thank you Helen), also verifies the fault. Helen then liases with her manager, comes back to me tells me it’s not possible to fix the fault so we are able to replace the phone for.... (hang on.... don’t get too excited for me yet), but it is going to cost you £270! O dear Lord!’ my immediate reaction. Helen then explains to me that because my phone’s screen is cracked, it voids the warranty and they have to charge for the cost of the screen in order to issue me with a new phone. My BIG reservation on this news was that my screen is still working I have a nice screen protector on it to prevent further damage. My phone was bought cash £550 third party, was top condition before I dropped it. So now I’m facing paying £810 in 2 months for an iPhone X. I asked to speak to the manager Paul who looked really tired had sleep at corner of both eyes shinning through his spectacles. Was like speaking to a useless tree in the forest, no leaves. Out of sheer frustration I called Apple Support they calmly explained to me that unfortunately screen is damaged regardless if still working, physical damage voids warranty, so payment of £270 would be needed. Paul is within range to call him over after my phone conversation... Paul’s response to me, a customer was “Yes boss” as because I’m a black male, that’s the way to answer me. “Don’t call me boss, you do not know me like that a Paul” I made sure he looked in my eyes. Paul didn’t make the effort to learn my name. So I said after call with Apple I understand the only way forward is to make payment, to which he replied happy he has been proven right smirking “I will get Helen to get it all sorted”. As Paul walks away I mutter “F Hell” because I cannot believe I’m having to pay such amount for a software issue. On my left hand side is ‘HARRY’ got to put his name in caps cause, he is the type to look in the mirror and see things. Tut tut. “Oi language” HARRY says to me. I turned to see this pencil figure of a man, who turned white as a ghost after I gave him a dressing down.... Me: What’s your name HARRY: Harry (lower case to suit his voice) Me: You ok? What did you say?? HARRY: Mind your language Me: Because? HARRY: Yeah you just swore at my manager Me: You speak to me like that because of that security man? You see me on the outside you stare down. But at work your piping up. At this stage this rude Apple worker is white as Casper, and been advised by another colleague to be quiet. “That’s right Harry relax”. As Helen is going through phases of checking out my payment for the new phone a Paul is also now over as she went to get him for rude HARRY. I say to Paul nothing personal, just Apple policy, but he must understand I have just spent £810 total on a phone, something I don’t feel it’s right but Policy is Policy. I shouldn’t have to put up with rude Apple workers through my frustration, where’s the empathy? Paul replies “what you want me to do about it” ... Sort...

I highly suggest anyone taking their device here for inspection/to get it fixed contacts apple and has it mailed in to them for a second opinion. this saved me spending £300 on something that wasn’t my fault! this was a few months ago but i wanted to make sure this doesn’t happen to others.

I had an issue where my ipad randomly seemed to overheat and slightly bend and the screen popped out, and i spoke to an agent online who suggested this was due to the battery expanding and to take it in store to get fixed on the one year warranty due to it being a manufacturing default. I took this to Reading, and within 2mins after being spoken down to and accused of using excessive force to bend this ipad myself with my hands as apparently ‘even stepping on it wouldn’t cause this much damage’, i was dismissed and told it was impossible to be the battery and that i would have to pay £280 for a replacement. I mentioned what the agent had said, that it was overheating and there was a buzzing noise but again, i was told there was absolutely no way it could be the battery and he looked at me like i was stupid for even suggesting that. He was extremely condescending, and I got the impression he saw me as a young girl trying to lie my way into a free repair, despite having done lots of research to back up my claim, and so wasn’t worth any of his time or a proper inspection.

He even demonstrated with his hands that i must have picked up the ipad and physically bent it myself as anything else was impossible! He barely looked at the ipad, tapping the screen to see if it worked and that was about it. He didn’t introduce himself, so unfortunately i didn’t get his name. i felt quite embarrassed that he was suggesting that i was lying and must have used excessive force to bend the ipad this much (why he thinks anyone would do that i have no idea!). Because i was shocked and embarrassed by this conversation, I just politely said i would keep the broken ipad after he said there was nothing more to do or say, and left feeling quite upset.

I get they probably get people in who try and get free repairs for their own errors, but i still found this all really rude and not the quality check I expected, especially when i had several online agents saying that it was a strong possibility this wasn’t my fault as well as photos online of people who had the same issue happen to them. I messaged apple again after i left and they agreed that something still didn’t seem right and he definitely should have offered to at least check the battery. so they told me to mail the ipad in and they would do a second check.

I was told within a few days that the battery clearly had issues and would need replacing and that this was the cause behind the ipad overheating, bending slightly and screen popping. They decided they would replace both the battery and the bend (ended up just sending me a new refurbished ipad) for free under the first year warranty as a manufacturing default. If i had just agreed in the shop after my 2min consultation i would have been convinced it was all my fault and paid £300 for something that was in fact a manufacturing flaw like i told him. I really urge anyone who gets their devices checked here to request to mail them off to apple for free over live chat for a second opinion if they don’t feel satisfied with...

My recent experience at the Apple Genius Bar was nothing short of disappointing, to say the least. I had an appointment to address issues with my AirPods, and it left me questioning not only the service but also the values of the store.

Upon arrival, I was met with what felt like the attitude of a street vendor – no warm welcome, no inquiry about how I was doing – just an immediate assumption about the issue with my AirPods. The technician didn't even bother to ask before jumping to conclusions. It was evident that they had made up their mind about what was wrong with my product before even looking at it or listening to me.

What made matters worse was the humiliation I felt during this visit. The technician's demeanor left me with the uncomfortable impression that I was being discriminated against, possibly because of my name, appearance or background. This experience was far from what I expected from a company like Apple, known for its commitment to diversity and inclusivity.

This incident prompted me to reevaluate my loyalty to Apple products and services. I've been a dedicated Apple user since the first Macintosh, but this experience has me second-guessing my brand loyalty. It's disappointing to see the quality of service decline in a company that used to pride itself on exceptional customer support.

However, I must note that my trust in Apple as a whole has not been completely shattered. After expressing my concerns and disappointment, I reached out to Apple's phone support, and they made a concerted effort to address my issues and concerns. Their response helped restore some of the trust I had in the Apple brand.

In summary, my recent experience at the Oracle Apple Store has been nothing short of a letdown. The lack of professionalism, the humiliation I experienced, and the possible discrimination were disheartening. I hope Apple takes this feedback seriously and works on improving their in-store customer service to match the high standards...